1970-01-01Davis Companieshttp://daviscos.com/wp-content/themes/davis_theme/assets/images/logo.svgfull-time325 Donald J. Lynch Boulevard, Suite 201MarlboroughMA01752USAcustomer support[+800-482-9494][+508-481-8519]

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Customer Service Manager

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    Customer Service Manager
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    Direct Hire
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Customer Service Manager: The customer service manager will be responsible for managing the team of 4 customer service representatives. This position is in a laboratory setting and will be in charge of ensuring that customer recipes are accurate and that any problems/concerns are addressed quickly and effectively. The Customer Service Manager will be tasked with improving the efficiency of their CSR team by implementing new structure, systems, and processes that will deliver the best service possible to build upon their client relationships. Responsibilities: Manages the team of customer service reps within the lab facility Manage a substantial amount of inbound & outbound calls daily Develop open and effective channels of communication with each customer and team member Ability to adhere to written scripts Possess excellent listening and oral communication skills File documents and records and maintain a tracking system for quick data retrieval Respond to e-mails, IM’s and Voice mail promptly and professionally Communicates job expectations to other employees. Plans, monitors, appraises, and reviews job contributions of others. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews. Identifies customer service trends and determines system improvements. Meets customer service financial objectives by forecasting requirements. Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results. Qualifications: 3-5 years’ experience in customer service Prior experience building and leading a customer service team Must be a dynamic and energetic person History of achieving high customer satisfaction results by implementing strong systems & procedures Comfortable participating and sometimes leading the transformation of the customer service operations, This could include implementing new technologies and processes (CRM, employee tracking systems, digitizing customer information) Skilled at creating a proactive customer service team that actively seeks to increase the number of clients and revenue Skilled at using computers especially the Microsoft office suite Past CRM software experience is preferred but not required.

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